Kiwi Casino's Comp Points Problem - resolved

[Communic8]

I signed up at Kiwi Casino because they advertised 1 comp point for every 25c wagered, and because I place high wagers, I thought that would give me back $1 for every $25 I wager (not a bad return at all) given that my comps point conversion rate is 100:1

According to my comp points page, I receive 1 comp point for every 25c wager. It says it clear as day:



But here is the thing...

Yesterday (19th June) I wagered $19548, all of this wagering done AFTER I last converted my points to real money (at a rate of 100:1). So, I should now have close to 80,000 comp points earned in one day, and at the rate of 100 comps per dollar conversion, these should convert to $800. They didn't. They only converted to around 757, which is $7 available for conversion.

But (and here is where the casino is being deceptive) although the support supervisor Julia conceded I was correct, they asked me if they could ring me, and I agreed. When they rang, they said the REAL deal is 1 comp point for every $10 wagered! Well, that's a hell of a difference. They can clearly see on my kiwi casino (newly installed again) software, it says 25c = 1 comp point. And obviously they or support must have access to my comp points page so that they can see for themselves.

So, I have been trying to get my $800 in comp points, but to absolutely no avail. The interesting thing with this casino that makes it different from the others online is that it is owned by a land based casino in New Zealand, and according to their Fair Trading department, they CAN be proscecuted for deceptive or misleading advertising even if their 'licence' is in Antigua. This is because in their advertising, they have made claim to New Zealand, by their promotions and their actions.

Kiwi Casino is owned by Kiwi Gaming
Kiwi Gaming is owned by Christchurch Casino
Christchurch Casino has been acquired by Sky City

Anyway, if you advertise something like a certain comp point wagering ratio, you must, under most country's laws, actually give players what you advertise.

Anyone else having problems with comp points? If you play at Kiwi Casino, I urge you to have a look at your comp points page, and if it says that you get 1 comp point for every 25c wagered, then start doing the math. I think this is an endemic error on Kiwi Casinos part, and I think every single Kiwi Casino player is affected. If there were 1,000 players who wager like me (maybe $20,000 per week or more), then you do the sums..... there could be millions of dollars in unpaid comp points.

Do they have to pay the comp points? Can't they just call it bonus abuse or something?

No... as I said, the point of difference is that Kiwi Gaming are not an untouchable company. Although they are located in Antigua, the company that owns Kiwi Gaming is located in NZ. The laws in NZ are very very similar to Australia, which offers massive protection in the area of Trade Practices.

If you are a fairly regular player who bets big at Kiwi, question your comp points... you really may be missing out on thousands of dollars. And if they don't pay, then maybe there is something that we can all do about it.

[GrandMaster]

4% comps. It sounds like a repeat of the Joyland debacle. And I think one thread is enough.

[Communic8]

Slight mistake...

Kiwi Gaming Ltd is no longer owned by Christchurch Casino as of 3 months ago. I emailed Christchurch Casino, and they replied:

Hi Justin,

Further to your email below, I advise that Kiwi Casino (Kiwi Gaming Limited) is no longer owned by a subsidiary company of Christchurch Casinos Limited.

Kiwi Gaming Limited was sold approximately three months ago and your email has been forwarded to the new owners for response. The email addresses you have copied your email to info@kiwigaming.com or support@kiwicasino.com will also be received, and answered, by the new owners.

I hope this information is helpful and that you receive a response to your query shortly.

Regards
Simon


So there you go... I lodged a complaint with the Directorate of Offshore Gaming in Antigua, so we will see what happens.

[vinylweatherman]

Originally Posted by Communic8

Slight mistake...

Kiwi Gaming Ltd is no longer owned by Christchurch Casino as of 3 months ago. I emailed Christchurch Casino, and they replied:

Hi Justin,

Further to your email below, I advise that Kiwi Casino (Kiwi Gaming Limited) is no longer owned by a subsidiary company of Christchurch Casinos Limited.

Kiwi Gaming Limited was sold approximately three months ago and your email has been forwarded to the new owners for response. The email addresses you have copied your email to info@kiwigaming.com or support@kiwicasino.com will also be received, and answered, by the new owners.

I hope this information is helpful and that you receive a response to your query shortly.

Regards
Simon


So there you go... I lodged a complaint with the Directorate of Offshore Gaming in Antigua, so we will see what happens.

Sold

I have been playing at Fast Win, which is another of their casinos, and at no time do I recall being told I was now dealing with a new operator. This is important, especially as to who is now in charge, and where they are based.
I recall seeing that same 25c for 1 point, and it is indeed clear, so if it is really $10 per point, then they are misleading players, and have been for some considerable time. I played for a while at Kiwi, and three years ago they were advertising this 25C per point. I did not really check this, and wagered nowhere near the amount. I stopped playing when they changed the rules to make their offers a much worse deal. I played at Fast Win only because they appeared at Gone Gambling, they too have now introduced very harsh rules, 20x D+B & non-progressive slots only, and it's a PHANTOM bonus. I can find only 6 slots I am allowed to play, as so many are progressives.

[Communic8]

I don't believe it! KIWI GAMING has a lot to answer for!

After lodging this dispute, Kiwi Casino have now amended their comps points page to reflect the $10 bet = 1 comp point, instead of what it was, 25c = 1 comp point.

That would be okay, I guess, if they actually then paid out the promised comp points under the old amounts... but will they ?

I will keep you posted, but my gut reaction is now they will just say it says $10 per 1 comp point, and they will deny it was ever any different.... it's still 25p per comp point on their website though (the idiots).

http://www.kiwicasino.com/promo.html

[cyprean]

They should post the real comps points accumulation and conversion rate on the comps page. If Joyland or whatever casino has screwed things in the past, it gives Kiwi Casino no reason to screw players.

[Communic8]

Well, it appears Kiwi Casino have done the right thing so far. They took a while to handle my complaint, but have addressed the issue.

They changed the comps points page to reflect the correct conversion of $10=1 point, and they gave me $1,000 as a cashout bonus meaning that it had no wagering requirements or restrictions, and i could cash it straight out if i wanted to.

I have put in a withdrawal request for $500, so if that goes through, then my faith in online gambling is restored.

I will obviously have a real issue if they refuse to pay, but their vip manager said it wouldn't be a problem, so here's hoping.

[Communic8]

Well done Kiwi Casino!

it seems they have credited my account with $1,000 of which $500 I have withdrawn... it has been approved so I guess I will just wait and see if it turns up!

The way that they handled it was actually pretty good, but it took a while, and I think that is why it snowballed.

But, anyway, if I don't get the payment, I will let you all know.

[Communic8]

Well, Kiwi said the cashout was approved, and processed, but guess what? No money! Why did I ever think they would do the right thing? They agreed to the $1,000 bonus to keep me from posting anything negative about them, and I am afraid I took the bait when I should have stuck to my guns.

Avoid this casino...